Biographical Information

Articles for Erik J. Martin

Equipping the Gen Z Employee

What the newest employees want from the CRM systems their bosses insist they use.

CRM in Gaming: Vertical Markets Spotlight

CRM helps companies score with a demanding gamer audience.

CRM in Media/Entertainment: Vertical Markets Spotlight

Ever-expanding programming options challenge everyone today.

CRM in Utilities: Vertical Markets Spotlight

CRM powers service providers past a host of problems.

It’s Time to Add Voicebots to Your Mobile App

Voice AI assistants add essential functionality for customers and agents.

CRM in Government: Vertical Markets Spotlight

A vastly different vertical still depends on data.

CRM in Nonprofits: Vertical Markets Spotlight

Charities need CRM to streamline operations and build trust.

How Reliable Is Your Contact Center's AI Guidance?

Determining whether companies can trust the next-best-step suggestions AI makes for agents.

Putting Your Business to the Text

Now's the time to integrate third-party messaging into your customer service channel mix.

Keys to Understanding the Metaverse—and How Your Business Can Benefit

The metaverse is already here, and it's important to ask the right questions before moving in

Is Your Company Ready for Shoppable TV?

Here's how to get in on one of the hottest marketing trends going.

A Road Map for Creating a Winning Mobile App

Why companies need a mobile app today and how to create one.

Engagement Hubs Put Customers at the Center

CEH technology emerges to connect multiple customer-facing systems.

Contact Center Infrastructure: It's Time to Assess Your Tools and Technology

Weigh your capabilities, identify weaknesses, and implement multichannel solutions that keep pace with industry standards and consumer expectations.

To Boost Profits, Hire and Promote Female Sellers

Forrester finds that companies with female sales leaders are 50 percent more profitable